Technical Support Team Lead - SLAs, Escalations, Coaching

Machship; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

MachShip in Melbourne is seeking a Head of Customer Support who will own the day-to-day of the Support team, drive SLAs, coach staff and shape the function's next steps. You'll be the go-to for escalations and for turning complex issues into clear actions.

You'll manage 1:1s, recruit and onboard, monitor capacity and escalate issues, collaborate with Sales, Product, and Engineering, and influence process, tooling and AI adoption to improve the customer experience.

Qualifications

• Curiosity and confidence when investigating unfamiliar systems and technical problems.
• Familiarity with APIs and how systems exchange data.
• Experience with FTP/SFTP or other file-based integrations.
• Exposure to data mapping or working with XML, JSON, CSV or similar data formats.
• Experience supporting or working with ERP, WMS, FMS, inventory management or eCommerce platforms.
• Familiarity with platforms such as MYOB, NetSuite, SAP, Microsoft Business Central/F&O, Cin7, Pronto, Sage, Shopify, WooCommerce or Magento.
• Freight, logistics or supply chain experience.
• Experience working between customers and technical teams to troubleshoot integration issues.
• A strong technical support background with real leadership experience.

Responsibilities

• Direct line management: 1:1s, coaching, recruitment and onboarding.
• Spot capability gaps and build development plans.
• Manage team capacity and SLA compliance.
• Catch at-risk tickets in the data before a client feels them and fix patterns.
• Own hard escalations end to end when beyond an SME's authority or client's patience.
• Feed learnings back into how the team works.
• Be Support's voice with Sales, Account Management, Product and Engineering.
• Shape process, tooling, documentation, and AI adoption.
• Navigate technical conversations about APIs, FTP/SFTP, data mapping and formats such as XML, JSON and CSV.
• Translate technical detail into something clients and internal teams can act on.

Skills

Leadership

Problem-solving

Communication

Curiosity

Customer focus

Tools

APIs

FTP/SFTP

Data mapping

Job description

MachShip in Melbourne is seeking a Head of Customer Support who will own the day-to-day of the Support team, drive SLAs, coach staff and shape the function's next steps. You'll be the go-to for escalations and for turning complex issues into clear actions.

You'll manage 1:1s, recruit and onboard, monitor capacity and escalate issues, collaborate with Sales, Product, and Engineering, and influence process, tooling and AI adoption to improve the customer experience.